Lead Night Auditor

About The Opportunity

This is an exciting opportunity to take a leadership role in overnight hotel operations at the Mining Exchange in Colorado Springs. As the Lead Night Auditor, you will oversee the smooth functioning of front desk, valet, and night audit operations while providing exceptional guest service. You will be empowered to make decisions, solve problems, and take the lead during overnight shifts, ensuring that both guests and team members have a safe, welcoming, and seamless experience.

In this role, you will:

• Serve as the hotel’s overnight leader and primary point of contact for guests and staff.
• Have the chance to demonstrate your expertise in night audit procedures, hotel Alchemy programs, and valet services.
• Take ownership of nightly financial reporting, shift trade reports, and pass-down communications to ensure continuity and operational excellence.
• Uphold the Mining Exchange brand by delivering extraordinary service as a Crystal Concierge ambassador.
• Be part of a dynamic team that values initiative, professionalism, and teamwork while offering opportunities for growth and skill development in hospitality leadership.

This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering exceptional guest experiences while leading and mentoring others.

About The Hotel

Mining Exchange Hotel was built in 1902 as a stock exchange for local mining companies, The Mining Exchange Hotel offers a one-of-a-kind experience in the heart of downtown Colorado Springs. Our elegant, yet casual public spaces, and guestrooms are all newly renovated.

Job Role

At Practice Hospitality, the Lead Night Auditor is responsible for overseeing hotel operations, staff, and guest services during the overnight shift. This role ensures smooth front desk operations, valet services, night audit procedures, and guest satisfaction. The Night Audit Lead assists guests in person, via email, and by phone, handling check-ins, check-outs, reservations, cancellations, and guest inquiries with efficiency, professionalism, and adherence to hotel standards.

The Lead Night Auditor must also be able to perform valet attendant duties as needed, act as a Crystal Concierge ambassador, be an expert in hotel Alchemy programs, and ensure all nightly reporting and financial policies are accurately followed.

Responsibilities:

• Take necessary action to ensure the safety of guests and team members during the overnight shift.
• Act as the hotel’s representative in emergency situations and liaise with relevant departments and local authorities until relieved by senior leadership.
• Follow The 15-Minute Rule for critical incidents: alert Jana or another Executive Committee member within 15 minutes for events including, but not limited to:
  • Death (Guest or Employee)
  • Physical altercation (Guest or Employee)
  • Severe injury (Guest or Employee)
  • Police/fire department involvement
  • Severe leak, flood, building damage or failure
  • Crime (robbery, etc.)
  • Natural disaster
  • Harassment (Guest or Employee)
• Perform valet attendant duties as needed.
• Serve as a Crystal Concierge ambassador and ensure guests experience exceptional service.
•  Work independently during the overnight shift with minimal supervision.
• Conduct all check-in and check-out procedures in accordance with hotel standards.
• Maintain working knowledge of the Property Management System (PMS), Alchemy programs, and other front office applications.
• Handle reservations, cancellations, and guest inquiries according to property procedures.
• Train and understand operations across AM, MID, PBX, and PM shifts, as well as valet services.
• Answer incoming calls promptly and courteously within three rings.
• Perform accounting duties including posting charges, account settlements, shift closing, and collection of receipts.
• Conduct night audit procedures, including closing the day in hotel applications and PMS.
• Assemble relevant hotel information for the day shift to ensure continuity of service.
• Communicate guest requests and issues to appropriate departments and track resolutions.
• Maintain knowledge of hotel facilities, services, room rates, and selling strategies.
• Understand credit policies and procedures for billing, credits, and explaining hotel charges.
• Ensure attention to detail in completing tasks and documenting all relevant information.
• Demonstrate calm, self-control, and problem-solving skills under pressure.
• Conduct service recovery to resolve guest concerns or escalate when necessary.
• Review daily arrival reports and manage reservations per property policies.
• Ensure professional telephone etiquette and personalized guest interactions.
• Be fully versed in safety and emergency procedures and communicate effectively with senior leadership.
• Coordinate tasks with overnight staff and act as a point of contact for issues that arise.
• Deliver Practice Hospitality service standards and signature touchpoints.
• Establish effective cross-departmental communication channels.
• Complete Shift Trade Reports and daily Pass Down Reports accurately.
• Adhere to House Bank Policy regarding cash handling and financial procedures.
• Greet every guest, member, and team member following Practice Hospitality standards.
• Provide extraordinary service and create positive guest experiences.
• Embody and promote wellness, professionalism, and positive interactions.
• Uphold the Mining Exchange brand, culture, vision, mission, and values.
• Take initiative to resolve issues and ensure guest satisfaction.
• Give guests a warm and memorable farewell.
• Address guest feedback using the LEARN Model.
• Demonstrate professional appearance and attentiveness.
• Comply with all company policies, procedures, and safety guidelines
• Collaborate positively with other departments and assist as needed.
• Maintain organized, clean, and professional work environment while caring for equipment.
• Perform Manager-on-Duty functions and shifts as assigned.
• Perform any other duties as designated.

Basic Qualifications & Skills

• High School Diploma (or equivalent education/experience)
• Strong basic math skills (addition, subtraction, division, multiplication)
• Must be flexible regarding schedule, based on business demands
• Previous experience demonstrating strong customer service
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.
• Ability to see and hear in order to observe and detect signs of emergency situations.

Job Type: FLSA Designation: Full Time-Exempt

Compensation: $18 -$19 per hour  

Requirements

Education:                         High School Diploma (or equivalent education/experience)

Experience:                      Minimum of 1 years prior Night Auditor or Front Desk experience in hotels or resorts.

Skills and Abilities:       

• Strong basic math skills (addition, subtraction, division, multiplication)
• Demonstrated ability to effectively resolve conflict
• Previous experience demonstrating strong customer service Communicate to both, guests, and fellow team members professionally and positively.
• Must be able to perform valet attendant duties.
• Must be flexible regarding scheduling based on business demands, including nights, weekends and Holidays as needed

Desired Qualifications & Skills:

• Bachelors degree in related field
• Previous OPERA experience
• Previous experience balancing financial transactions
• Ability to multi-task and prioritize a variety of tasks with minimal direction
• Proven teamwork skills
• Enthusiastic and energetic
• Excellent communication skills

Physical Requirements 

• Able to lift up to 50 lbs.
• Able to bend, stretch, and twist
• Able to stand for long periods of time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount on hotel stays
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Hospital indemnity insurance

• Eligible to participate in the Employee Referral Bonus Program.

About The Company

Practice Hospitality manages hotels differently. A growing company with opportunities for advancement, we infuse hotels with style, spirit, and soul. We inspire, innovate and advocate. We deliver results and do well by our owners because we respect the individuality that we all bring to the table, the connectedness of our world and the impact we have on our community.

We are looking for someone who thinks big because, at Practice Hospitality, we value creativity, emotional intelligence, problem solving and innovation. This is an opportunity to be an integral part of a team that supports one another, is empowered, and holds themselves accountable. If you bring your A game every day and pursue excellence with tenacity, we want to invest in your professional and personal growth. But, more than anything, we are looking for good humans who care; about our guests, each other and making every moment together enriching, fulfilling and fun.